Job Description

Department of Personnel Management

Designation : ICT Training & Helpdesk Support Officer (Code- DPM 07-11)

Job Description / Responsibilities:

1.  IDENTIFICATION

AGENCY:

PERSONNEL MANAGEMENT

SYS. POSN. NO:

14900000104

REF. NO:

DPM 07 - 11

OFFICE :

Human Resource Advisory & Compliance Audit

DESIGNATION/CLASSIFICATION: 

ICT Training & Helpdesk Support Officer           GRADE 12

DIVISION:

MANAGEMENT INFORMATION SYSTEMS & SUPPORT SERVICES

LOCAL DESIGNATION:

ICT Training & Helpdesk Support Officer          GRADE 12

BRANCH:

TECHNICAL SUPPORT SERVICES

REPORTING TO:                         SYS. POS. NO:             REF. NO:

Snr Systems Administrator       1490000099               DPM 07-09

SECTION:

IT TRAINING & HELPDESK SUPPORT

LOCATION:

CENTRAL GOVERNMENT OFFICE (CGO) Tower A, WAIGANI

HISTORY OF POSITION

FILE REF.

DATE OF VARIATION

DETAILS

(Agency Reference/File No.)

Structure approved date: 29 March 2016

(Record of how position has changed) No Change

ORG. 1/2025

Structure Approved Date:

27th March 2025

Reno, Redes, Reclass, Revised JD

2.      PURPOSE

  • Attend to users and clients on ICT issues and register matters then allocate to technical officers  
  • Provide advise on ICT Policy and Standards to users and clients and making sure ICT risk management policy is aligned to International standards.
  • To make sure ICT policy and standards are applied and use in the department.

3.      DIMENSIONS

         Efficient coordination of training programs 

  • Budget/Financial Commitments:        Nil         
  • Staff:                                                          Nil
  • Other:                                                        Nil

4.      PRINCIPLE ACCOUNTABILITIES

  • IT in-house training
  • IT helpdesk issues

5.      MAJOR DUTIES           

  • Participates in needs analysis studies to determine ICT Policy and standards for address.
  • Selects or develops testing and evaluation procedures to be used at completion of training.
  • Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, accessing of email/internet and other customized technical trainings.
  • Reports on progress of employees under guidance during training periods.
  • Respond to requests for technical assistance in person, via phone, electronically
  • Diagnose and advise user on appropriate action
  • Research questions using available information resources
  • Administer help desk software
  • Identify and escalate situations requiring urgent attention
  • Track and identify solutions from documented resolutions
  • Prepare activity reports
  • Inform management of recurring problems

6.      NATURE AND SCOP

Maintaining and updating of ICT consumables and peripherals. Administering ICT Training.   

6.1     WORKING RELATIONSHIP

(a) Internal

  • Manager - Technical Support Services
  • Team Leader Hardware & Helpdesk

(b) External

  • Service Providers

6.2      WORK ENVIRONMENT

  • The position is a technical working environment which requires much of time in workstation to administer and coordinate the ICT services and training programs.

7.      CONSTRAINTS FRAMEWORK AND BOUNDARIES

 

  • Rules/procedures

 

Code of Conduct and Ethics

Public Service General Orders (GO)

Public Service Management Act

ICT Policy (International Standards)
  • Decision

Emerging changes of ICT innovations
  • Recommendations

 

8.      CHALLENGES

The challenge of the position is making sure that all ICT issues are effectively managed and administer from the Helpdesk. Also the coordination of the training program in a timely manner

9.      QUALIFICATIONS, EXPERIENCES AND SKILLS

(a) Qualifications

  • Graduated from an accredited technical college or university with a Diploma or bachelor’s degree in Information Technology
  • Train-the-Trainer Certification
  • Computing Certification

(b) Knowledge

  • Strong human relations skills to interface with managers and staff at all levels within the organization and to deal with vendors of record storage facilities.
  • Working knowledge of data and voice telecommunications in order to assist in the preparation of recovery procedures in this area.
  • Ability to plan, organize, and direct the testing of emergency response, recovery support, and business resumption procedures.
  • Ability to work with minimum supervision
  • Ability to work harmoniously with colleagues
  • Ability to communicate effectively with all levels of technology users
  • installing and configuring computer hardware operating systems and applications;
  • administering computer systems and LAN/WAN Networks;
  • talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
  • troubleshooting and diagnosing hardware and software faults;
  • Providing support, including procedural documentation and relevant reports;
  • Supporting the roll-out of new applications;
  • Administering of Domain users' accounts;
  • Rapidly establishing a good working relationship with customers and other professionals, such as software developers;
  • Conducting electrical safety checks on computer equipment.
  • Administering training needs for both internal and external clients.

(c)Skills

  • Good oral communication and written communication skills.
  • Qualities of being truthfulness and trustworthiness
  • Skills in Training
  • Ability to work with minimum supervision
  • Skills with MS Software packages
  • oral and written communication skills
  • customer service orientation
  • problem analysis
  • problem-solving
  • adaptability
  • team interaction
  • planning and organizing
  • stress tolerance
  • Approachable
  • Able to form good relationships
  • Effective organisational skills
  • Teamworking skills
  • Interpersonal skills

(d) Work Experience

  • Five (5) years’ experience in teaching and conducting training in IT field
  • User Support on IBM Hardware and MS Software Applications
  • Write Up user manuals and guidelines
  • Experience in conducting training in IT field
  • working knowledge of fundamental operations of relevant software, hardware and other equipment
  • knowledge of relevant call tracking applications
  • knowledge and experience of customer service practices
  • related experience and training in troubleshooting and providing help desk support

Job Type:

Full Time

Language Requirements:

English

Salary(per annum):

K40324.00

Job Location:

Waigani

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